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What Is After Sales Service

After-sales support involves any service provided to customers after they purchase a product. This includes warranty support, training, repairs, and upgrades. It helps ensure customers get full use and value from their purchase. Good after-sales support contributes to brand loyalty, repeat sales, and positive word-of-mouth. Some examples of after-sales services are installation assistance, maintenance programs, clear return policies, and customer support lines.

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513 views4 pages

What Is After Sales Service

After-sales support involves any service provided to customers after they purchase a product. This includes warranty support, training, repairs, and upgrades. It helps ensure customers get full use and value from their purchase. Good after-sales support contributes to brand loyalty, repeat sales, and positive word-of-mouth. Some examples of after-sales services are installation assistance, maintenance programs, clear return policies, and customer support lines.

Uploaded by

ali afzaly
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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What Is After-Sales Service Support?

After-sales support, sometimes called after-sales service, is any service provided after
a customer has purchased a product. After-sales support may be provided by a retailer,
manufacturer, or a third-party customer service or training provider. Typically, examples of
after-sales service include support regarding warranty service, training, or repair and upgrades.
After-sales support may also be considered to be part of a company's overall marketing strategy.
Some customers might seek out a company’s products based on its after-sales service, for
example, Best Buy Co.’s Geek Squad or Apple Inc.'s Apple Care.

Understanding After-Sales Service Support


After-sales support helps ensure that a customer gets as much use and value as possible out of
their purchase. This may entail training on existing features or education about new uses or
capabilities. The business reasoning behind after-sales support is that it can contribute to brand
loyalty and repeat sales; happier customers tend to create repeat customers. Good after-sales
services can also result in positive word-of-mouth for a company. Poor after-sales support can
prevent companies from achieving a good customer satisfaction record and therefore growth.

After-Sales Support Examples


Some examples of after-sales services include companies helping with the installation process
(such as computer software), maintaining products through free or discounted service (oil
changes included with purchase of a new car or via a paid-for service plan), or having a clear
exchange and return policy and providing a customer service number.

7 Types of after Sales Service to keep your Customer Satisfied

The concept of after sales service is as important as sales. While it does not generate any revenue
for the company, it surely does increase the goodwill of the organization in the market and
amongst the customers. After sales service is very important to not only retain the customers but
also to bring back lost customers. After sales service could be defined as the processes which are
followed post the sale of the product. The nature of the services includes maintenance, guidance,
repair etc.
The nature of after sales service depends entirely on the industry and the product. While some
may require installation, others may require cleaning every couple of months.

1) Pre-Installation services

Whenever a product is bought it comes with a manual for installation. Depending on the nature
of the product the installation may vary. While some products have very specific installation
steps other products are customer friendly. Products like a ceiling fan, air conditioner, washing
machine etc. require technical expertise for installation other products like mobile phones does
not. Providing free pre-installation is one of the after sales services.

Most of the companies provide this for free of cost world very few companies may charge.
Providing good installation services starts in the customer and customer service relations on a
good note. Industrial machinery, electric household items, Copier machines, require technical
expertise installation. Providing a demonstration is also a part of installation wherein the
customer service team install the product and demonstrate the functions of the product.

2) User training

Training of the end user is another part of after sales service. In the case of industrial machinery,
this is a very crucial part. Even in case of surgical equipment’s which are used in the operation
theatres, it is very essential that the doctor has to get trained on the machine. Organizations like
St Jude’s, Medtronic, etc. ensure they provide training to the end users or doctors in their case
effectively. It is very essential that user training is provided propositions user is going to be
handling the product.

3) Warranty services

This is perhaps the most common type of after sales service provided by almost every company
for almost every product. Warranty services include repairing replacement of selected parts for a
selected period of time. For example, Apple provides complete care of iPhone for a period of one
year from the date of purchase. That is included in the Apple care. Customers have the option of
extending the warranty by purchasing Apple care before the end of the official warranty.
4) Online support

E-Commerce companies have started providing online support for any of the product related
queries. There is a dedicated helpline for customer service wherein the grievance redressal
mechanism is carried out according to the standard procedure of the company. The customer
may call the online support or chat as per his comfort, discuss the problem and get it resolved.
Online support is very effective for software services and laptop support. The customer service
can share the screen and resolve the problem immediately in most of the cases

5) Return/Replacement

For a Limited period of time companies provide free replacement of the product in case of any
queries. However, this is with certain terms and conditions. In some cases, replacement may be
of the entire device, or in other cases, replacement may be only of the defective part.

In case of returns, the product is returned to the company and the customer is issued with either
the store credit or replaced product or the amount is refunded. The rules may vary according to
the company. For example, Amazon provides returns for almost all products but a replacement
for the limited products.

6) Features and benefits

One of the Types of after sales service, some companies provide additional features for example
replacement of a part for a lifetime, for free counseling for the entire duration of the product. A
perfect example of this would be when Google provided free unlimited storage of photos on
Google photos for all the pixel devices.

7) Upgrades

This usually works with software and electronics. Upgrading a software for the device for a
limited period is one of the Types of After sales service followed by companies. The upgrades
are for a limited time owing to the fact that the hardware remains the same throughout the years
and it may not be compatible to run new software after a period of time.
For example, Apple follows the policy of providing Over-The-Air (OTA) upgrades for iOS
software’s for about 4-5 years, a post which the upgrades stop. The customer may still use their
devices but it won’t be supported by the latest software. Same is followed in the case
of Android phones. The mobiles get the software upgrade for a few years – depending on the
model – a post which, the upgradation stops. This is also considered a great marketing strategy to
ensure regular upgradation of phones by customers.

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